Tammy McLeod
"The CCO Council, with its best practices, in-depth research, and most importantly, the ability to have dialogue with other highly experienced members in a trusted environment is invaluable because it saves me time. The sharing is excellent. I no longer have to reinvent the wheel with every new initiative. Most importantly, I'm not experimenting at my customers' expense as I deploy tried-and-tested Council best practices. As a Council member, I can deliver a better customer experience and better business results--much faster."
Tammy McLeod is the Vice President and Chief Customer Officer of Arizona Public Service Company (APS). She joined the company in 1995, and served as General Manager of Marketing, Customer Service and Southern Arizona Operations before assuming her current role. Her responsibilities include management of statewide customer service operations, including customer marketing, research, call center, credit and collections, customer offices, aps.com, remittance processing, billing and metering. In addition, McLeod oversees the company’s Corporate Communications and Community Development organizations. Prior to joining APS, McLeod worked in a variety of marketing and management roles within the software industry including Educational Management Group and Jostens Learning Corporation. She began her career as a project manager for Whitbread & Co P.L. C. in London, England. McLeod achieved her Bachelor of Science from the University of Colorado in Boulder and her MBA from the Wharton School at the University of Pennsylvania.
In November of 2009, Arizona Public Service produced the first sweep in the history of the Chartwell Best Practices Awards for Customer Service and Marketing. APS won the award for best customer service and shared top honors for Marketing with an Illinois utility company. There were 56 entries - 36 in marketing and 20 in customer service.
Tammy was quoted as saying, "Even in the toughest economic times, there are ways to reach customers. Innovative approaches can cut through the clutter and move people to action; we're most proud that APS customers directly benefited from taking energy efficient action."
Tammy is both the CMO and CCO, and clearly the impetus behind this significant win
You can read the full press release here:
http://www.aps.com/main/news/releases/release_555.html